Gartner Research

Forecast Overview: CRM Software, Worldwide, 2015

Published: 12 August 2015

ID: G00275913

Analyst(s): Joanne M. Correia, Ed Thompson


CRM will be at the heart of digital business initiatives as organizations invest to maximize relationships with customers and constituents. Software providers, both traditional and SaaS, must shorten time from lead to purchase and provide service visibility critical to thriving in a digital world.

Table Of Contents
  • Overview
  • Companion Documents

Market Description

  • 2015 Is the Tipping Point for CRM When Spending on Cloud Software as a Service Will Exceed Spending on On-Premises CRM for the First Time
  • Adoption of SaaS Varies by Market With Hybrid Being the Dominant Purchase Style Through 2020
  • Mature Markets Focus New Spend on SaaS Offerings
  • CRM Enables Digital Business

Foundational Assumptions

  • Functional Expansion and User Expansion
  • Company Adoption and User Adoption
  • Purchase-Style Adoption

Market Model or Methodology

  • Forecast Components
    • On-Premises Forecast
    • SaaS Forecast
    • Subscription/Hosted Forecast
    • OSS Forecast
    • CRM Revenue Forecast
  • Negotiated Factors
    • Price and Maintenance
  • Demand-Side Influencing Factors
    • Company and Unit Adoption
    • Company Adoption
    • Unit Adoption
    • Purchase Style
    • Functional Expansion
    • Unit Expansion
    • Replacement Cycle
    • Buyer Behavior
    • Macroeconomic and Regulatory Factors
  • Supply-Side Influencing Factors
    • Hardware and Software Technology Innovation
    • Technology Roadmaps
    • Product Design and Pricing

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.